Dear Guest, I was very sorry to read that you felt your recent stay at the hotel did not meet your expectations, as you mention in your review we do promote our customer service policy “Plus 1” whereby we aim to meet our guest expectations and exceed them, I would like to apologise as on this occasion we obviously did not achieve this. I am concerned that you have put your comments in writing over 4 weeks ago, as neither myself or Nevil Jeffery, General Manager, are aware of a letter being received at the hotel. On the rare occasions that we do receive a letter of concern from a guest we aim to resolve the issue within 7 working days. I am glad overall that you did enjoy your stay, I would however like the opportunity to discuss the issues you raised in your review directly with yourself so that I am able to ascertain more information about the issues you raised in order to conduct a full investigation and rectify your concerns. I hope that your recent stay does not deter you from visiting the hotel again in the future, should you wish to contact me to discuss your recent stay and discuss potential future stays please do not hesitate to contact me on deputy.lowwood@englishlakes.co.uk Kind Regards Michelle Croukamp, Deputy Manager

Dear Guest, Firstly I would like to thank you for your review and for the lovely comments regarding the breakfast in the Windermere Restaurant. I was however very sorry to read that you did not enjoy the room you were allocated. The hotel does have 110 rooms which are spread in three different areas of the resort. I would like to assure you that if we knew it would certainly not have been our intention to put a guest who was recovering from a operation anywhere other than the main part for the hotel, I am sorry that understandably this did take it’s toll on you. I would also like to apologise that you felt the bed was not at all comfortable I will ensure that we look into this matter further. I will also ensure that your comments regarding the leisure club are passed on to the club Manager, I know she will be disappointed to read that you were made to feel this way, on behalf of the club and myself I can assure you this is not how we choose to treat our guests. The team at the hotel are very proactive in dealing with the few complaints that we receive, I hope that despite the above mentioned issues you will give us the opportunity in the near future to demonstrate that these issues do not often occur, therefore should you wish to visit us again in the future I would be only too happy to deal with your booking personally and allocate to you the best room available in the main part of the hotel. Kind Regards Michelle Croukamp, Operations Manager.

Dear regular guest, thank you for your recent review regarding your stay here at the hotel. I was very pleased to read that you enjoyed another stay with us and that in particular you enjoyed the leisure facilities and the Windermere Restaurant. I agree the amazing views are most certainly second to none. Once again thank you for your very kind review. Regards, Michelle Croukamp, Operations Manager

Dear Guest, thank you so much for the fantastic review, I was delighted to read that you thoroughly enjoyed your stay and the amazing views. I hope we will have the pleasure of welcoming you back to the hotel in the near future. Kind Regards Michelle Croukamp, Operations Manager.